NBC Universal Senior Manager, Experience Transformation Product Development-Universal Orlando Resort in Orlando, Florida

Job Description

SUMMARY:The Marketing and Experience Transformation team is focused on driving product strategies to evolve and enhance the Guest experience at Universal Parks and Resorts, including Universal Orlando and Universal Studios Hollywood.

This Team Member will play a critical role in transforming the end-to-end Guest experience, including digital interactions, on-site interactions, physical implementation, and operational processes. As a Product Owner, the primary function of this role will be to manage new experience capabilities across the entire product lifecycle, from product strategy, planning, definition, delivery, and implementation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Product Strategy & Planning

  • Proactively evaluate Guest experience strengths and pain points from all perspectives, to identify opportunities for new and/or improved experience delivery capabilities.

  • Collaborate and liaise with key business partners to establish product goals and objectives.

  • Ensure product alignment with the holistic experience transformation vision.

  • Develop and frame up product recommendations with associated cost, value and experience analysis, to gain approval and funding for development.

  • Establish the product roadmap and coordinate with key partners to manage product delivery and implementation timelines.

  • Develop an ongoing approach for measuring the success of newly implemented experience enhancements, to enable well-informed future product planning.

Product Delivery & Implementation

  • Work closely with the Technology team to establish delivery priorities for new capabilities, product enhancements, defect fixes, etc.

  • Define and document product user stories and functional requirements to enable technology development.

  • Support product implementation across the domestic sites, capturing site specific functional requirements in partnership with on-site stakeholders.

  • Perform product validation throughout the development cycle, to ensure alignment with functional requirements.

  • Maintain close partnership with Operations and Product Integration to ensure that product functionality aligns with Operational capacity and capabilities.

  • Represent and support the product as the ongoing subject matter expert.

Additional Responsibilities

  • Understand and actively participates in Environmental, Health & Safety responsibilities by following established Universal Orlando policy, procedures, training and Team Member involvement activities.

  • Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY: Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

SCOPE:

  • Orchestrate all aspects of the product development lifecycle, including product strategy, planning, definition, delivery, and implementation.

  • Drive experience transformation across the end-to end Guest experience, including the digital experience, on-site interactions, physical implementation, and operational processes.

  • Partner with key teams such as technology, industrial engineering, digital, etc. to drive delivery of the product and experience.

  • Drive strategy and delivery for products across the entire Parks and Resorts experience, for both Universal Orlando and Universal Studios Hollywood.

UO SERVICE EXPECTATIONS:

Practices the Universal Orlando Service Expectations–Set the Stage, Know Your Stuff, Wow’em Now, Be a Hero. Adheres to Universal Orlando’s appearance and wardrobe guidelines. Provides guests with accurate information. Practices “Look, Focus, Act” by continuously scanning the work environment and recognizing the service needs of guests and fellow Team Members. Takes ownership and demonstrates active listening and effective questioning to identify suitable, personalized options to efficiently meet or preferably exceed the service expectations of our guests or Team Members. Applies service recovery, as warranted.

Requirements

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

  • Strong critical thinking and problem solving skills, with an ability to understand broad concepts, identify connection points and gaps, and establish product strategies that align with the broader vision and support Guest and business strategies

  • Demonstrated analytical and technical skill set, with an ability to synthesize and analyze product-related data across an array of sources (e.g. Marketing, Consumer Insights, Industrial Engineering, etc.), to evaluate product effectiveness

  • Extremely strong communication and presentation skills, with an ability to influence senior leadership by developing and clearly framing up options, analysis and recommendations

  • Strong organizational skills with an appropriate balance of attention to detail and agility to deliver in a fast-paced environment

  • Demonstrated ability to lead collaborative, cross-functional project teams with a wide range of stakeholders and key partners

  • Experience supporting an operating environment, with a focus on ensuring that strategies are sound and viable from an Operations and Team Member perspective

Consistent attendance is a job requirement.

EDUCATION:

  • Bachelor’s degree required in Business, Marketing, and/or Industrial Engineering would be an asset.

  • Master’s degree in preferred.

EXPERIENCE:

  • 5-10 years in progressive transformation, technology enablement, innovation or marketing leadership

  • Expert knowledge of large scale transformation initiatives

  • Experience integrating marketing and experience technologies

  • Experience in project team leadership and large scale program planning and implementation

  • Expert at stakeholder and partner management

  • Experience in executive communication relationship building and decision making

  • Excellent analytical, written and oral communication skills, and be able to explain complex concepts both concisely and simply

  • Demonstrated ability to define and execute strategic initiatives

  • Budget management

ADDITIONAL INFORMATION:

  • Partner with external vendor teams to delivery and execute work

  • Work with internal teams across Marketing & Sales Technology, Operations, Consumer Insights, Digital, Creative, etc. to integrate and collaborate across the Guest & Team Member experience

  • Travel involved, minimal overall (3-4x per year)

    (Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)